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 APA- Must answer each part of the question- No page limit

1. Trace the Customer Decision Journey for a customer buying a new cell phone.

2. Analyze how social media could influence each stage of the Customer Decision Journey for a customer deciding where to go on vacation.

3. Walgreens is trying to better understand its customer experience from the perspective of its elderly customers. What can it do in order to achieve this goal?

4. You have been tasked with assessing the current customer experience at a big-box store. Which tool(s) would you use to do this and why?

5. Identify two ways a grocery store’s relationship with behaviorally loyal customers could be at risk. How could the store reduce this risk by strengthening attitudinal loyalty?

6. Discuss three ways Netflix might defend its current customer relationships against new entrants.

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